This article covers basic navigation and features found on the Team Leader "My Team" dashboard
Introduction to My Team dashboard
The My Team dashboard provides real time performance stats at your fingertips. Your team dashboard helps you support and empower your team to drive better customer experiences. The dashboard is broken up into the following panels:
Team Metrics
This section shows quarterly averages for your team at a glance:
Throughout OI, you'll find color-coded "jelly beans" that represent the relative performance of a team or agent metric. The colors represent the following:
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Green: Top 25%
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Yellow: Middle 50%
- Red: Bottom 25%
Clicking a metric uncovers further details:
| Compare your team's past 24 hour average to other teams in the contact centre. | Set and track your own target over the quarter. Click 'Set Target' or edit by clicking the pencil. | View the average for the rolling past quarter, past week or month. |
Team Performance
Click to explore your team's performance across inquiries by volume, or by metric. The default view is set to a rolling quarter, but can be adjusted to a rolling month, week, or past 24 hours.
Quality Assurance
Click the tab to view your teams' quarterly QA scores by topic.
Team Performance
Explore your team's QA scores at an inquiry level by volume, or by QA topic.
The default view is set to a rolling quarter, but can be adjusted to a rolling month, week, or past 24 hours.
Coaching Plans
Review, track and manage your agents' coaching plans.
Click the different statuses to view further information.
- Needs Review: An agent has submitted a coaching plan and you need to review it.
- Finishing soon: Coaching plan is ending within the next week.
- Off track: Trailing target by more than 15%.
- Ahead of plan: Exceeded target by over 15%.
- On track: Within <15% of target.
You'll be able to view what your team has requested help with, along with alerts for agents without current coaching plans.
Critical Focus Areas
Surfacing 3 opportunities for your team, based on comparative performance within the contact centre.
Agent Performance
Explore your agents' metrics, along with their top and bottom performing inquiries.
The default view is set to a rolling quarter, but can be adjusted to a rolling month, week, or past 24 hours.
Quality Assurance
Click the tab to view your agents' QA scores by topic. The default view is set to a rolling quarter, but can be adjusted to a rolling month, week, or past 24 hours.
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